Customer service is terrible / Reached out month later and apologised
JAN 2024 - A customer service manager reached out and profusely apologised for the experience I had and offered me a $20 gift card as an apology. I don't know who replied to this review on here but they were able to retrieve my order details as I gave them my order number / date / email address and they originally told me they were sorry the parcel had been delivered to the wrong address but they wouldn't do anything to help. The CS manager who reached out to me with the gift card assured me it is not company policy to say that to a customer and apologised. I have since used the gift card and await my new order. Hopefully this time it will be sent to the correct address. I made my first order with them a few weeks ago, waited for the order to be dispatched which took more then a week. Reached out to chase it up and was told the items I ordered were on "Pre Order" ( which I was not made aware of by the website or on any of the confirmation emails ) eventually the order was shipped and the courier company shipped my item to the wrong address. I again reached out to customer service. I managed to track down where the order had been delivered to, same door number and a similar sounding street name. The company told me they were sorry it had happened.....that they wished it hadn't happened but refused to take any responsibility for it and hoped I understood!! I've never heard of anything so ridiculous! So I was about to be down nearly £70 for goods not delivered to me .....luckily 4 days later I finally managed to get my parcel back from the wrong house. I find it absolutely appalling Ask&Embla were just going to leave me like that though and it is absolutely their responsibility to sort it out!